A list of questions to decide whether you should use RMA:
If you answered No, you probably shouldn't use RMA.
- Q1: You are in a position where you "approve" applications or requests from team members
- y|n
- Q2: You feel there are some issues or pain points in the day-to-day operations of incoming requests
- y|n
- Q3: Since requests are not communication, it's fine to make them more efficient and optimized
- y|n
- Q4: You have enough IT literacy to create a request form yourself
- y|n
Framework: “Five Category”:
- 1: Approval: Please approve ~~
- 2: Share: Please share ~~
- 3: Coordination: Please connect me with ~~
- 4: Escalation: Please escalate ~~
- 5: Answer: Please answer about ~~
* Treat anything that doesn't fit 1-4 as 5 ("Other")
Trigger list for choosing tools for asynchronous RMA:
- Use chat like Slack or Teams?
- Use forms like Google Forms or Microsoft Forms?
- Use GitHub Issues?
- Create a collaboratively editable page and have people add bullet points?
Trigger list for designing synchronous RMA:
- How many minutes is the meeting?
- Is the time spent per request fixed or variable?
- Will you actually process requests during the meeting, or only accept them and provide an initial response?